Service Product Manager - Automation & Emerging Technologies

Crown Equipment Corporation

About The Position

Primary resource for technical troubleshooting/problem solving information. Core member of product team, represents customer/field product concerns, direct service communications and after-market support. Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both the company (warranty) and the end user. Produce technical support information and qualifies Help Desk entries by product specialists. Active in marketing development activities (VOT), customer visits and provides internal support for sales staff. Training/coaching and resource for technical information. Review and approve technical content of scripts, videos, and other media products. Responsible for ensuring our service support channel has the necessary technical and replacement parts stock information. Direct product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership. Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively. Direct field campaigns, support literature, NBO and dealer communications. Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research. Service: Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods. Also initiate, direct and approve electronic media (videos, CD-ROM and Internet). Sales: Provide input to sales promotional material and spec sheet feature descriptions. Actively participate in engineering design reviews and in marketing plan (VOT). Produce service release package and prepare/train internal and external NBO staff.

Requirements

5-7 years related experience in customer support of technical equipment
Associate degree in Electronics, Robotics or related course
Strong managerial, communications, and interpersonal skills
Frequent Travel (6-20%)
Frequent Overnight (6-20%)

Responsibilities

Technical troubleshooting/problem solving information
Represents customer/field product concerns, direct service communications and after-market support
Share product team responsibility of product quality, reliability, cost to manufacture and cost of ownership for both the company (warranty) and the end user
Produce technical support information and qualifies Help Desk entries by product specialists
Active in marketing development activities (VOT), customer visits and provides internal support for sales staff
Training/coaching and resource for technical information
Review and approve technical content of scripts, videos, and other media products
Responsible for ensuring our service support channel has the necessary technical and replacement parts stock information
Direct product related field support activities by monitoring and evaluating product performance trends including reliability, customer acceptance, warranty cost and customer cost of ownership
Participate in prioritizing and initiating product team activities to improve product reliability, customer acceptance and reducing warranty costs both reactively and proactively
Direct field campaigns, support literature, NBO and dealer communications
Make routine field visits to enhance product support activities such as making routine visits with product team, train and support Regional Service Managers, solve product issues, make dealer visits to enhance dealer support and assists in product/market research
Initiate, direct and approve final product on manuals/guides, technical service bulletins and field modifications and determines field distribution of the field mods
Initiate, direct and approve electronic media (videos, CD-ROM and Internet)
Provide input to sales promotional material and spec sheet feature descriptions
Actively participate in engineering design reviews and in marketing plan (VOT)
Produce service release package and prepare/train internal and external NBO staff